Program Manager

Job SummaryThe Program Manager with the Technology Department ensures that rider- and Operations-facing technology—and the internal capabilities that support it—are not only launched but sustained and integrated within the realities of a large public transit authority. In this environment, digital initiatives must align with procurement processes, vendor contracts, capital planning cycles, compliance requirements, operational workflows, and cross-departmental priorities. The Program Manager supports and drives implementation across stakeholders, removes barriers to progress, manages vendors and lifecycle risks, and is accountable for delivering cross-boundary execution and sustaining the long-term health of the systems or capabilities they support.Duties & ResponsibilitiesServe as the primary point of coordination between TID teams and internal or external stakeholders.Identify and surface and/or address institutional barriers that may affect cross-functional delivery or long-term sustainability.Coordinate and/or manage vendor relationships, including performance monitoring, issue resolution, and alignment with contractual requirements and service expectations.Monitor system performance and lifecycle risks related to supported systems or operational functions, including vendor dependencies, compliance requirements, budget constraints, and sustainability considerations.Support the development and maintenance of processes for tracking performance, managing risks, and supporting ongoing operational improvements.Create visibility for teams' stakeholders and MBTA leadership through data analysis, reporting, and clear communication.Strengthen internal processes and cross-departmental practices that support implementation, maintenance, and long-term delivery of digital systems.Perform all other duties and projects that may be assigned.Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions.SupervisionNo direct reports.Minimum Requirements & QualificationsBachelor's degree from an accredited institution.Two (2) years of experience coordinating program activities including driving implementation across stakeholders, removing barriers to progress, and managing contractors/vendors and lifecycle risks.Demonstrated familiarity with modern software development concepts and practices, gained through professional, academic, or hands-on experience.Excellent written and verbal communication skills, with the ability to tailor and adapt communication for different audiences.Strong systems-thinking skills, with the ability to understand how technical, operational, financial, and policy considerations interact.Analytical ability to gather, clean, explore, and present data to inform operational decision-making.As part of the selection process, candidates may be asked to complete and pass job-related assessments, which may include live case studies, a timed data exercise, or presentation.SubstitutionsA High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement.An associate degree from an accredited institution with an additional three (3) years of directly related experience substitutes for the bachelor's degree requirement.A master's degree in a related subject substitutes for two (2) years of general experience.A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.Preferred Experience & SkillsMore than four (4) years of experience coordinating program activities including driving implementation across stakeholders, removing barriers to progress, and managing contractors/vendors and lifecycle risks.Experience working with or on a cross-functional technology team.Experience working in a government agency or transit authority.Demonstrated ability to take ownership of work and advance initiatives in ambiguous or constrained environments.Demonstrated ability to navigate complex stakeholder environments and institutional constraints while advancing defined outcomes.Knowledge of procurement, compliance, or public-sector contracting processes.Experience incorporating accessibility or equity considerations into operational or technology initiatives.Demonstrated experience using documentation, process design, or knowledge management practices to improve operational consistency, reduce recurring issues, or support long-term sustainability of systems.Working familiarity with transit operations or experience with transit-related datasets.Experience in customer service and conflict resolution, such as investigating issues experienced by the public and translating them for more technical teams.Job ConditionsAbility to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.Ability to provide internal and external customers with courteous and professional experiences.Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.Disclaimers and DefinitionsGeneral Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.Application Completion: It is each applicant's responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something